Customer Success Manager

Boundless is shaping what great global employment looks like. With Boundless, our goal is to remove all barriers to international employment around the world - knowledge, compliance, and cost. We are levelling the playing field across the global jobs market and making it easier for employees to access well-paid opportunities from wherever they call home. The Boundless product is more than just the software that onboards and manages payroll for employees; our product offering revolves around delivering compliant employment. For each country that we cover, we provide employment contracts, communicate important employment obligations, and guide our customers on how to be a ‘good’ employer based on the culture in that country. Key users of the product are, of course, the customer and the employee but also in-country partners (payroll, benefits, etc.) and Boundless payroll and HR teams. This role will own our long-tail of smaller customers, applying a low-touch or scaled approach to drive successful outcomes. For this Customer Success Manager position, we are offering a base salary of between €40,000 to €50,000 + OTE. This is a remote position, ideally based in the EU or UK. Responsibilities Full ownership of our Low Touch (LT) customer book of business. The three key pillars that you will be responsible for are driving improvements in account health, retention, and expansion. Proactive and async engagement with your customers. Regularly re-enforcing the Boundless value proposition, with a focus on sharing: country updates, product updates & regulatory updates. Monitor customer health and report on any fluctuations within your portfolio, ensuring that risks are well known internally. Analyse trends and create strategy to proactively reduce risk. Create outreach programmes which prioritise finding upside opportunity, whilst preventing churn and downgrades. Contributing to the company’s understanding of our LT customer base by sharing insights on their use cases, challenges, requirements, and feedback. You will be LT customers’ primary internal stakeholder, collaborating with marketing, product, and support to give them a great customer experience. Work closely with CS leadership to develop the function and best practices.

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